Best Buy — Attraction in Fairfield Township

When they first opened, a customer service representative asked me my name within the first few seconds after walking up to me, then wouldn't let it go. I kind-of freaked because sales people hardly ever do that, unless you are buying a car. It made me think that he needed a friend, real bad. Since then, they've calmed down a bit, thankfully.

Typically, I look through the A/V, Car Audio, Gaming, and their sparse collection of cameras. I have to say that the people who populate the worker positions in the gaming and camera departments really do know their stuff, and will talk with you about gear or games if they aren't busy.

I've bought some pretty expensive items from this location. For larger purchases, I do online research then buy locally as I don't want to deal with return shipping or long distance warranty work if I don't have to. It may be marginally more, but for the time and frustration of shipping a TV...you get my drift. The associates have always talked with a degree of expertise and have helped me weigh the pros and cons of one thing vs. another. It seems to me that the only thing that they wanted was for me to make a purchase that was what suited my needs.

Oddly, there have been a couple of expensive purchases that have disappeared from their record system. Both items had an extended warranty that I bought. I keep all receipts, so it's all good, but it is odd that these things "go missing." I was told that I had to use my BB rewards card for them to stay on my account - which I do, every time. Again, it doesn't make sense that a DVD purchase stays on forever but my TV transaction vanished - until the warrant was about to expire, and I got lots of email and snail mail to re-up it. I'm sure that as the other warranties expire, I'll get reminders for those too...

I can't discount the experiences of the other reviewers here, but I can say that I've been witness to a couple of tense exchanges between customers and staff at this location. IMHO (and from way too many years in retail) you get what you give, and if the customer comes in with an unjustified sense of entitlement or heated because they used their laptop as a makeshift butt warmer in their car, the sales people are going to be defensive. No one likes to be talked down to or blamed for things that weren't their fault.

I edited this review with the intention of lowering the rating down to 3 stars, but when I think about their customer service, I can't say that I've been disrespected. If anything, they've been patient with my insistence on over analyzing my purchases. What upsets me a bit, however, is that the system has "lost" the record of a couple of...

In specific, I had a terrible experience with SONY Customer Service on a 65" 4k HDR television purchased as an OPEN ITEM from Best BUY the week prior to Christmas in 2016. After 4 months, the tv completely died and would no longer POWER ON. I went back to Best Buy and they suggested I contact SONY due to the amount of time I had the TV, so i did. Initially, SONY was helpful and sent out a tech to fix/replace an LED circuit board inside the TV (about a week after the TV initially died). However, after that proved to be a FAIL in fixing my TV, the standard operating procedure was for SONY to send me a CERTIFIED or NEW TV of the exact same model if available, OR a comparable model if my same unit was no longer available. As it turned out, my unit was no longer available since the 2017 TVs had just been rolling out to the stores. SONY then indicated that they would do an in-home swap with my TV and I would get a newer model, BUT, they needed to see my proof of purchase 1st (something they never initially asked when they took my service call and sent a service man to my house to fix my TV). So I had to wait another day to obtain my proof of purchase from best buy and then email it back to Sony. A day later, SONY called me and said they could not proceed with an in-home swap of my TV because I had purchased it as an OPEN ITEM, and that their 1-year Warranties DO NOT cover OPEN ITEM or "used" TVs!!!! The only thing they could do is offer me 15% off of a new TV if I bought from them directly (GEE THANKS). I was livid to say the least, so I went back to Best Buy to explain this whole situation to them. The original saleswoman I worked with when I originally bought the TV was AS HELPFUL AS SHE WAS THE DAY I BOUGHT THE TV four months ago!!!! I was TOTALLY SHOCKED because she went and talked to her management and they told me that they would switch out the TV with NO HASSLE, just bring back the defective one and make an even exchange!!!!! Mind you, I never purchased the GEEK SQUAD protection that was originally offered to me. And THIS is why I would recommend Best buy as a "10". I have been a customer for close to 20 years now and this was the best customer service experience I have ever had with them!!! Specifically the TV saleswoman (Carrie) as well as the Store Manager( not sure of her name, but I always see her there)! You have a Customer for LIFE in...

In short, with the generous return policies of other retailers such as Costco and even Amazon, I will no longer consider purchasing from Best Buy after this experience. My husband went into the store to purchase equipment for the new internet we were having installed. We previously rented from the internet provider, so we wanted to ask at Best Buy to make sure we were getting the appropriate equipment. The employee recommended a modem, which we purchased for almost $200. It took about 3 weeks to get the appointment for the new internet to be installed, and when the installer came, he said that the equipment we purchased would not work. It was still unopened and the box was sealed with plastic. We figured we wouldn't have a problem returning because of this and that the purchase was made because of an error on the part of the employee. The manager insisted that because we were out of the very limited 15 day return window, they could only offer a store credit. This is extremely frustrating because I do not want a store credit, I want my money back. I have nothing that I want to purchase at Best Buy, and need that money back in our pockets, not sitting on some gift card I don't need. I proceeded to call Best Buy (you cannot call the store or reach a store manager. The number takes you to "corporate", which is a call center outsourced to another country), I tried the chat option, and I tried to talk to the store manager in person again. The chat and phone options all said the manager should be able to issue the credit, but in store, I was told that corporate gets mad at them if they do that. I've hit a wall and I know it is on purpose. I will not shop at a place where their version of customer service is to give the customer the run around until they give up. As I stated above, I have been met at other retail locations with much more generous and understanding return policies and customer service. I do not recommend buying anything here. Things are not made as well as they used to be, so always check return...